Claro is a telephone company that in our opinion needs to
improve its services especially its customer´s service, so they
can get more clients.
Based on the experiences that we have had, when we go to
Claro to pay my telephone service, we could recommend
them to get more workers because sometimes the line is very
long and it takes so much time to be waiting there.
Also we would recommend them to give their workers some
kind of training about “how to treat a customer” because
some workers are really mean with their customers and don’t
know how to deal with people.
Another thing we think Claro need to improve is service,
sometimes we are at home, and don’t have service and
that’s very annoying, also the internet is not as fast as they say
it is, and that’s an annoying thing because we need to do
homework, search a video on YouTube or watch a movie on
Netflix, and the internet gets really slow so we can’t do any of
these things and supposedly we have the fastest internet they
say they have.
So we would give those three recommendations to Claro to
help them improve their service.

Ethics
presentation

It is an American multinational retail corporation that runs
chains of large discount department stores and warehouse
stores. The company is the world`s second largest public
corporation, according to the fortune global 500 list in 2013,
the biggest private employer in the world with over two million
employees, and it is the largest retailer in the world. It is also
one of the world`s most valuable companies.

Customer Base
Walmart customers give low prices as the most important
reason for shopping there, reflecting the LOW PRICES, ALWAYS
advertising slogan that Walmart used from 1962 until 2006. The
average US Walmart customerÂ´s income is below the national
average.

Walmart
It is an American multinational retail corporation that runs chains of large discount department stores and warehouse
stores. The company is the world`s second largest public corporation, according to the fortune global 500 list in 2013,
the biggest private employer in the world with over two million employees, and it is the largest retailer in the world. It
is also one of the world`s most valuable companies.
A former Wal-Mart employee has filed a class-action suit against the retail giant for forcing employees to work
without pay â&#x20AC;&#x201D; sometimes by locking them into the stores â&#x20AC;&#x201D; after their shifts had ended.
Maria Gamble of Farmingville, N.Y., is filing suit on behalf of 20,000 current and former Wal-Mart employees in New
York state who claim that they were denied pay for overtime hours worked.
Gamble claims that while she worked at Wal-Mart's store in Centereach, N.Y., she and other hourly workers were
routinely locked in the store at night where they would have to restock merchandise and count out the cash registers,
even though the workers had already gone off the clock. Gamble says the tasks often took two extra hours.
"What I want from this lawsuit is simple, and it is fair. When people work, they should get paid," Gamble said in a
statement.
Overtime Overload
The suit also charges Wal-Mart with requiring employees to work through meals and rest breaks and not providing
"spread of hours" pay, which requires that an employee working more than 10 consecutive hours is entitled to one
additional hour of minimum wage pay. The plaintiffs want to receive their unpaid overtime spread-of-hours wages,
reasonable attorneys' fees and the costs of the action, according to the suit, which was filed in New York State
Supreme Court.
Lawyers for the plaintiff say employees would be intimidated into working the extra hours by being given fewer hours
to work or by not getting promotions.
"Any opportunity for advancement would be impacted by their insistence of not working off the clock," says Adam T.
Klein, attorney with law firm Outten& Golden LLP, which is representing the plaintiffs along with Lieff, Cabraser,
Heimann&Berstein LLP.
Wal-Martâ&#x20AC;&#x2122;s Policy
A spokesman for Wal-Mart would not comment on the suit's specific allegations, but said that the store's policy is to
pay all employees for any hours worked and to comply with any federal and state regulations regarding worker
compensation.
"This is directly contrary to our policy, and any supervisor who violates our policy is subject to disciplinary action,
including termination," says Wal-Mart spokesman Bill Wertz.
This is not the first time that Wal-Mart has been embroiled in a legal battle with workers. A number of female
employees brought suit against the company for allegedly denying them management jobs because of their sex in
June.

Why Walmart couldnâ&#x20AC;&#x2122;t get sued?
Wal-Mart is a formidable opponent in court. It retains some of the best lawyers in the country, who have
considerable experience defending the company. These lawyers are not afraid to take a case to trial. And when they lose
Wal-Mart will usually appeal, even small verdicts. Wal-Mart's lawyers are connected to their own "extranet," a kind of
electronic newsletter published by the legal staff at the home office. This allows Wal-Mart lawyers to have up-to-date
information about key court decisions, strategy, and such things as expert witnesses the company will face.
Wal-Mart lawyers are paid primarily on a per-case basis. The per-case fee keeps Wal-Mart's cost of litigation low
and produces a greater likelihood that a case will actually go to trial. Wal-Mart has little trouble finding able lawyers,
despite the per-case payment, because the economics of law practice dictate the need for a steady source of income
simply to pay the law firm's overhead.
Wal-Mart is very reluctant to settle cases out-of-court. It is folly to think, "Oh, they're a big company, they'll
settle." The founder of Wal-Mart, Sam Walton, established the company policy of fighting lawsuits and it remains the
policy today. Wal-Mart settles cases only after prolonged court proceedings make it clear that the company was at fault
and the plaintiff has sustained serious injuries and will appear to the jury as a likeable person. Settlements are usually
small compared to similar injuries in other cases where a corporation is a defendant.
Verdicts against Wal-Mart are usually low. This is due, in part, to the enormous good will Wal-Mart has built up by
its television commercials which show friendly Wal-Mart employees, and the ability of the company's lawyers to portray
plaintiffs as untruthful or exaggerating their injuries. Isolated newspaper accounts of high verdicts do not portray an
accurate account of what most juries decide in Wal-Mart cases. Juries have been known to award the injured customer
only his or her medical expenses and little more.
Most lawyers are not interested in filing suits against Wal-Mart. The company is reluctant to settle cases promptly
and fairly and almost seems eager to take cases to trial. One of the goals of the Wal-Mart Litigation Project is to identify
lawyers who are ready, willing and able to sue the company where a case has merit.

Reading
Comprehension

Customer Service Reading
Name: ______________________________ Grade: _____ Key: ____ Date: _____
You are going to read an article about customer service in banks. Six sentences have been
removed from the article. Choose from the sentences A-G the one which fits each gap. Write the
letter in the space provided to complete the sentences. There is one extra sentence which you
do not need to use.

A Although people do not expect much from the internet these days, this will change in
the future.
B The managers recognise that customers find them impersonal and unnatural.
C First National is also preparing to adopt this personal approach to its internet
banking.
D They have the attitude that some skills, such as keyboard skills and so on, can be
taught, but a member of staff can’t be taught to be a nice person.
E Telephones are very personal because staff are speaking to people on their own
territory.
F And if customers try to contact the bank by telephone, they are put through to a call
centre in another country where they have to speak slowly in order to be understood.
G Not everyone wants a chatty, friendly service.

Customer Service in Banks
The banking profession doesn’t have a very good reputation for customer service at the
moment, and it’s not just due to loss of savings. High street branches are shutting
down and where banks are available, their opening hours are inconvenient. Staff at the
desks are surly, increasingly under-qualified and often unable to answer questions.F.
Astonishingly, however, 86% of the customers at one bank are either ‘extremely
satisfied’ or ‘very satisfied’ with the service they receive. And what is even more
surprising is that the bank in question has no High Street outlets at all.

First National bank is run entirely through the telephone and the internet. And its
success shows that customer service is just about face-to-face contact with clients. The
primary concern of the bank is recruiting the right people. C .So they only recruit
people who already exhibit good communication skills.
And unlike other services that operate primarily over the telephone, the staff at First
National do not use scripts. B What this bank asks for is that staff be themselves and
establish a rapport with their customers. Part of this is recognizing people’s needs. G.
Some want the process to be swift and efficient. The member of staff has to pick up on the
caller’s mood and react accordingly.

D. The idea that customer service can be improved on a medium where there is no
actual contact with a member of staff may seem strange at first. However, the website
designers at First National spend a great deal of time understanding their customers and
offering services which meet their needs. A .First National is already taking steps to fill
this demand. They already offer a service in which customers receive a text when funds are
received or when their account falls below a certain level. In the future, online systems may
pre-empt customers’ needs in even more sophisticated ways.
Additional Instructions:

Notice the highlighted words, please write the definitions, synonyms or your own explanation
for each of them. Make sure that they are defined in the appropriate context to match this
reading.
Branches: subdivision
Shut down: stop, abandon
Staff: employees
Outlets: aperture
Primary: elemental
Recruiting: obtain
Scripts: writing
Rapport: agreement
Demand: appeal
Pre-empt: prevent
Then, write a short paragraph defining why you believe Customer Service is important in
business.
I believe that customer service is important in business because customer loyalty develops as
customers feel a connection with a company, also it is important because it adds value to the
services and goods and therefore the customer feels that he has added value to their money.
This will create a good public image, increase sales, create customer loyalty and satisfaction.

Presentations
and Summary

Big companies have been sued due to illegal things they do with the
products they are selling in order to gain more customers and increase
their incomes. For example milk companies inject hormones to their cows
so they can produce more milk without having babies, but this hormone
causes the cow “mastitis” which is a painful infection of the udder and
when the cows are milked if they suffer mastitis, the pus of infection ends
up in the milk, and the number of bacteria in milk increases and this
could be dangerous for us.
Also big companies cheat on people by saying that their products are
very healthy and would help them improve their energy and this ends up
being the falsest thing ever, for example the Vitamin Water company,
they say that vitamin water is water that has been fortified with nutrients,
such as vitamins and electrolytes and will give their customers energy.
But they got sued due to none of them told the truth about garbage
loaded with sugar in their drinks. Their drinks are full of sugar, caffeine
and sweeteners that make the vitamin water to taste good, but it is not
as healthy as they say it is.
As we know, word of mouth is important to maintain customers and to
keep a customer´s loyalty but it is important to keep good relationship
not only external customers but internal customers as well. Some big
companies don’t about the relationship with their internal customers, a
clearly example is Walmart, Walmart got sued due to the way they treat
woman and the discrimination they receive while being working on
Walmart. This makes the company decrease their profits because the
negative word of mouth they receive from their internal customers.
In conclusion big companies get sued due to their lack of honesty they
have while selling their products or due to the way they treat their
employees.

Pictionary

Word

Definition

Word of
mouth

Recommendation by a
satisfied or unsatisfied
customer to
the prospective customers of
a good or service.

Customer
Relationship

Ecommerce

Example

Sales began
slowly, but
with
favorable
reviews
and word of
mouth, the
company
became
successful.
Going beyond with the
Claro has a
customer from just selling the good
products.
customer
relationship
with their
customers.
The traditional buying and
The Eselling through internet.
commerce
changed the
world.

External
Customer

People outside the company
with whom we make
business.

Internal
customer

Employees that see the
things inside the company.

Advertising

Every way that the
companies create to get
people interested in their
products

It is
important
that External
customers
talk good
about the
company.
It is
important
for a
company
that their
internal
customers
feel happy in
the
company.
Advertising is
a good way
to get more
clients.

Picture

Goodwill

Assumed value of the
attractive force that
generates sales revenue in
a business, and adds value to
its assets.

Customer
Loyalty

Likelihood of
previous customers to
continue to buy from a
specific organization.

Employee

For a
company is
important to
build
customer
loyalty so
they can
have good
relationships
with their
customers
An individual who works part- An employee
time or full-time under
is an internal
a contract of employment
customer.

Engagement Commitment between a

company and a customer.

Social
networking

They don't
need to
buy goodwill,
or build
customer
confidence.

A dedicated website or other
application which enables
users to communicate with
each other by posting
information, comments,
messages, images, etc.

When a
customer
gets engaged
with a
company
means that
he is going to
be loyal with
the
company.
Social
networking
is a good
way of
advertising

Behavior

Everything that we or people
do.

A customerÂ´s
behavior can
say a lot
about a
company.

Extra
information
and
pictures

Customer service is to be well attended by the people that work at the
place a person is getting some kind of service. No organization can
succeed without building customer satisfaction and loyalty.
Advertising is a way that companies use to get people interested in their
products. The best way that companies use to advertise is to use word of
mouth which is effective to induce people to buy by 63%. Advertising
increases awareness of products and service but personal
recommendations lead to actual decisions to purchase those products and
services. To sustain positive word of mouth advertising provide exemplary
service. People talk about extraordinary experiences.
The use of electronic media and social networking is also a good way to
advertise and spread the word of a good service.
For a company is important to keep all their customers happy because the
lost of one person leads to 67 people lost as well.
The ultimate goal of customer service is to keep customer loyalty which
will maintain a good relationship between the customer and the company.
Customer loyalty is driven by an overall satisfaction and involves
commitment to make sustained investment in an ongoing relationship
with the company.
Customer loyalty reflects combinations of attitudes and behaviors like
Repeated buying
Willingness to recommend the company to others (positive word of
mouth)
Resistance to switch to a competitor
Service to internal and external customers is equally as important.
Customer service skill development provides the most significant way
to find career success.

Every organization like every individual has a personality; this sends
information to the customers and employees.
Behavior is transmitted in two ways:
1. Verbal(what we say)
2. Nonverbal(without words)
Nonverbal communication is when people see us doing something and
they extract a meaning from our actions. But also keep in mind that
different cultures assign different meaning to posture, emotions and
spatial relations.